What is Incident Management?
An incident is a disruption of a normal technology service that affects the user and the business. The goal of Incident Management is to restore IT services to the normal …
The 5 pillars of success in the Help Desk.
You should ask yourself, what is needed to have a fantastic technical support department, right? The best technical support departments emphasize the focus on the following factors to ensure user …
4 tips to reduce the number of help desk tickets.
Companies have been immersed in daily help desk problems. It turns out that many of the problems that fall in the lap of help desk staff could be avoided. The …
5 tips to generate value for your internal team of Help Desk
Unfortunately IT is not always well seen among some users, department heads and even managers. In meetings that I used to participate, a long time ago, IT was massacred by …
What is a ITIL service catalog?
The service catalog is a document that is the description of services previously discussed, agreed and offered to their users and customers. The model defines an ITIL Service Catalog – …
What is SLA and why use it?
The service level agreement (SLA) is part of the service contract between two or more entities in which the level of service provision is formally defined. In practice, the term …
What is ITIL?
The Information Technology Infrastructure Library (ITIL) is a set of practices for IT service management (ITSM) that focuses on aligning IT services with the needs of business. In its current form (known as ITILv3 …
IT Helpdesk incident management spreadsheet
In many help desk and service desk environments, especially in small businesses, it’s common not to have any documentation regarding the technical procedures, solutions used to solve certain problems and …